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Artificial Intelligence is among the challenges of 'contact centers'
The new management of the Portuguese Association of 'Contact Centers' (APCC), which took office this Tuesday, pointed out talent management and artificial intelligence as some of the main challenges that the sector will have to face.
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Susana Cipriano, a member of the APCC board, stated in a press release that talent management is among the challenges that the sector will have to face in the next two years, mentioning that it is "essential to support the creation of talent attraction, retention and development measures".
Technology and innovation, such as artificial intelligence, automation and data analysis, are other major challenges, with the association assuming the commitment to "ensure that contact centers are increasingly able to offer efficient and high-quality services".
This is in addition to adapting to changes in customer preferences, which "are constantly evolving and increasingly demanding".
For the next two years of its term, the APCC board, which is composed of five representatives from member companies, has identified as a priority that "the provision of high-quality services" continues to be a goal for the sector.
Susana Cipriano pointed out that the new board will focus on actions aimed at protecting the interests of its members, "initiating dialogue efforts" with the Government, regulatory entities and other stakeholders.
The board will also prioritize investment in the professional development of employees, with training actions and talent scholarships.
APCC is made up of 120 companies, representing 12 sectors of the economy.
Read also: Meta spent more than expected on Artificial Intelligence (Portuguese version)
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